CX simply means putting the customer first and relentlessly improving their experience of your business. Host Will Francis chats with veteran marketer and trainer Joe Wilde of MacDigital about putting the customer at the center of your strategy, in both offline and online marketing.
Introduction 00:00
What is customer experience?1:20
What is the single view? 2:55
How do you address possible CX problems in business? 4:35
Delivering on the customers needs 6:09
Go-to-brands for good CX examples 7:31
Who's job is it to ensure there is good CX? 8:55
Small business CX tips 9:44
What is the first step to improving CX? 13:05
How do you start to understand the customer? 15:05
What are you looking to find out at focus groups? 17:05
Business objectives and CX and how can brand play into CX? 20:02
The business gap of customer expectation 24:40
Making things easy for the customer 27:50
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